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1. Question : (TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____.
engineering schools
craft guilds
automation
the Industrial Revolution
2. Question : (TCO 1) _____ is credited with developing control charts.
Eli Whitney
Frederick W. Taylor
Walter Shewhart
W. Edwards Deming
3. Question : (TCO 1) A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name product that sells for $7.00. The consumer feels that there is no difference in quality between the generic and brand-name products. This scenario illustrates which of the following definitions of quality?
Manufacturing-based
Value-based
Product-based
User-based
4. Question : (TCO 1) Which of the following is NOT considered a core principle of total quality?
A focus on customers and stakeholders
A process focus involving continuous improvement and learning
Cost cutting to improve short-term profitability
Companywide participation and teamwork
5. Question : (TCO 1) An employee’s _____ can be identified through the answer to the question: “Who receives any item or information as a result of the work he or she performs?”
Customers
Suppliers
Consumers
Purchasers
6. Question : (TCO 2) An increasingly important component in quality for service firms is _____.
Information technology
Worker healthcare
Legal services
Inventory management
7. Question : (TCO 2) Viewing a McDonald’s restaurant as being composed of order taking/cashier, grilling and food preparation, drive-through, purchasing, and training processes is an example of _____.
Systems thinking
Resource alignment
Functional analysis
Reengineering
8. Question: (TCO 2) Which of the following is NOT generally true about service organizations?
Customers often are involved in the service process.
Services are capital intensive.
Services cannot be stored, inventoried, or inspected prior to
delivery.
Services are produced and consumed simultaneously.
9. Question : (TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive.
labor, equipment
quality, quantity
input, output
profit, cost
10. Question : (TCO 2) Measuring quality in service industries is considered more difficult than in manufacturing industries because _____.
services cannot be analyzed as production systems
a productivity measure cannot be developed for services
customers are more involved in manufacturing industries
the outputs are less tangible
1. Question : (TCO 1 & 2) Match the following:
1. Was used during World War II with suppliers
2. Essential part of modern service systems
3. Employee(s) within a company who receive(s) goods or services
4. The planned activity directed at providing consumers with products that have an appropriate level of quality
5. Is the principle judge of quality?
2. Question: (TCO 1) Improved quality of conformance results in what?
3. Question: (TCO 1) List at least three of the six elements needed in a basic management system in order for TQM to function correctly.
4. Question: (TCO 1) Briefly describe the two types of customers inherent in TQM.
5. Question: (TCO 2) How is employee empathy used to improve the service systems of some of the best customer-focused companies?
6. Question: (TCO 2) Briefly explain why systems thinking is important.
7. Question: (TCO 2) Briefly describe what a systems view or what systems think is.
